ServiceCatalog FY15-16

ENTERPRISE SERVER SUPPORT Contact: Network Services Manager, Rodney Roberts: 412-6158

What is this service?

A server is a device on the network that manages network resources. For example a print server is a computer that manages one or more printers and an application server is a computer that manages one or more software applications. A database server is a computer that processes database queries.

FACT: In the City’s data center there are over 200 virtual servers housing software and databases which manage City operations.

What is included?

Application hosting for enterprise systems SQL Server database hosting for enterprise databases

Virtual Server support

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XenApp support

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Disaster Recovery for enterprise systems

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Windows and AIX server support

SharePoint systems and support

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How do we charge?

Included in monthly Network charges ( Appendix A)

Major Cost Drivers

Licensing

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Hardware acquisition

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Defined Response Time:

Hardware support

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Critical………………….2 hrs

Operations and engineering support

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Maintenance

High Priority………..Same day

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Medium Priority…..2 days

What should you expect?

Low Priority…………3 days

Service availability: 24x7 service availability (maintenance windows will be scheduled during non-business hours)

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City of Greensboro

FY 15-16 IT Service Catalog